Building Guest Confidence: A Key Differentiating Factor for Hotels Ready to Open

Building Guest Confidence: A Key Differentiating Factor for Hotels Ready to Open
Hotels will now have protocols in place to build better guest confidence, Photo Credit: Shutterstock

Travel insurance and developing in-house guest activity programmes are some of the ways hotels are trying to offer differentiated services to boost business in the revival phase

Uttara Gangopadhyay
June 15 , 2020
02 Min Read

The gradual easing of restrictions regarding travel even though the lockdown remains in place has raised the hopes of the hospitality industry. But usual factors, such as location of the hotel and impeccable service, will not be the only criteria to attract guests in this revival phase. Instead trustworthiness and evoking confidence among guests will be of paramount importance. 

Said Ramesh Ramanathan, CMD, Sterling Holiday Resorts, “As the hospitality industry is getting redefined, the safety and hygiene norms are also changing. What was acceptable in the past will not be acceptable in the present or the future.”


The leisure hospitality brand, which owns 41 hotels across India, has decided to open its properties in phases based on the central and state governments’ announcement of green zones in the resort areas and the respective catchment areas. Properties in Goa, Ooty, Kodai, Mussoorie, Wayanad, Jaipur, Darjeeling, Mount Abu, Munnar, Lonavala, Nainital, Kufri, Puri, Sariska, Yercaud, Thekkady, Gurvayur, Karwar, Yelagiri, Palaveli, and Rajakkad will be opened in the first phase followed by Agra, Gangtok, Manali, Corbett, Dharamshala, Kanha, Anaikatti and Srinagar.

Apart from their comprehensive sanitisation and hygiene protocol ‘Sterling Cares’ (in line with latest guidelines recommended by the government and institutions like WHO, FSSAI and HACCP), Sterling Holidays has decided to introduce a complimentary insurance with a value of up to rupees three lakh per person. The insurance (subject to terms and conditions) covers them from home to resort to home. It takes care of trip cancellation, emergency treatments, loss of baggage, and more. Realising guests will now prefer in-house entertainment over sightseeing, it has also designed a new set of games and activities, in the guests’ rooms and in designated locations within its resorts, conforming to the norms of social distancing, safety and hygiene, so that people can enjoy these activities with their family in their respective rooms, and outdoors within the safety of the resort.

Sarovar Portico, Dehra Dun

Sarovar Hotels & Resorts has also decided to open its 85 hotels spread across 55 locations in a phased manner. Nearly 40 hotels have opened so far, including their property in Lusaka, Zambia. In India, the company has not only focused on opening its hotels in the major metros but also in the smaller cities and towns, which will not only benefit leisure travellers but business travellers too. Like others, Sarovar too is implementing hygiene protocols in line with government and WHO recommendations. 

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